Gyllian Dunkley

• Answer Phones and Verify members with SSN or Member ID # for 1199 SEIU National Benefit Fund Members who have submitted claims for Paid Family Leave
• Use CIRS to log calls by entering the members ID or SSN, name, phone number, email address, nature of call and provide reference number for each call
• Escalate to claims department for necessary review
• Check department emails and faxes to confirm members claim submissions and review claim packages for missing forms or supporting documentation
• Provide members with claim status and check status
• Void and re-issue delayed checks for members
• Work on Pending Reports by placing outbound calls to inform members about missing forms and documents.

• Address incoming inquiries from NYC residents related to city-oriented issues
• Maintain a professional demeanor with all customers and providing services with courtesy and patience
• Creating work orders, dispatching work to specific departments, responding to routine questions, and taking and reporting complaints from the customer
• Provide accurate information in a timely, professional and courteous manner
• Direct requests to the appropriate department or agency for further action
• Overall strong knowledge of product through training, close counsel with floor support and interaction with quality assurance.

• Collects payment via cash, check, or other charge payments from members
• Maintains the cleanliness of the frontline area
• Performs other duties as assigned, including working in other departments as needed.

• Scan all club merchandise through a point-of-sale system to ensure accurate inventory counts and accurate purchase totals for Members
• Fills shopping carts when necessary and assists at self-checkout stations
• Collects payment via cash, check, or other charge payments from members
• Stays up to date on all merchandise promotions, advertisements, and product information
• Discounts purchases by scanning and redeeming coupons.

• Schedule trips for passengers by asking for the building number, street name and city
• Use GPS system to locate cross streets for passengers pick up and drop off addresses
• Consult with Same Day / Rescue department to dispatch rescue vehicles for stranded passengers
• Transfer passengers to proper departments according to nature of call
• Authenticate accounts by asking for First and Last name on the account, Phone Number and Passcode.

• Assessed emergency requests and made quick judgment calls to determine appropriate action.
• Followed established protocols for professional handling of emergency situations.
• Dispatched and coordinated emergency services teams according to high-priority calls.
• Routed calls to police, fire, and ambulance service to meet individual call needs.
• Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.

• Review and analyze video content for potential violation of YouTube’s Community Guidelines.
• Proactively investigate and protect app users against malicious activities such as phishing, malware, and fake accounts

● Answer phones and greet customers

● Authenticate accounts through SalesForce by requesting verification of First & Last name, email, and address.

● Process replacements devices for customers

● Troubleshoot and Resolve customers issues with the Nest Thermostat

Weekly meetings with team leader to go over metrics, statics, feedback, improvement, and overall wellbeing to ensure job satisfaction.